Careington Career:
Call Center Supervisor

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General Duties and Responsibilities:

  • Provide general supervision of Member Service Representatives. Responsible for day-to-day guidance in meeting call center service level objectives and general coaching to achieve high levels of service.
  • Contribute to a positive work environment where MSRs achieve high service levels in a professional and friendly environment.
  • Perform quality monitoring on incoming calls to ensure quality and adherence to established processes and procedures.
  • Provide ongoing training and coaching to ensure thorough knowledge of system, processes, products, and procedures.
  • Provide prompt assistance to representatives with questions related to products and procedures.
  • Consistently review quality and productivity of assigned team and provide prompt and professional feedback to ensure ongoing improvement.
  • Process employee time off requests and audit time clock records, making adjustments in a prompt and timely manner. Keep both the Workforce Manager and the Call Center Manager informed of staffing changes due to vacation/holiday, illness or other absences.
  • Answer incoming customer service calls as needed in a friendly, professional manner, providing accurate and prompt responses to customer inquiries.
  • Handle escalated calls timely and efficiently in order to provide an effective resolution for both parties.
  • Provide timely and comprehensive feedback on issues or problems in delivery of Call Center services to management and client relations (account managers).
  • Perform other related duties as required and assigned.

Knowledge, Skills & Abilities:

  • A professional and helpful phone manner and the ability to build strong customer relationships is vital for success.
  • Must possess a positive attitude, be self-motivated and be a team player.
  • Ability to develop strong rapport with assigned team and provide professional guidance and counseling.
  • A good understanding of quality customer service principles is necessary for this position.
  • Knowledge of call center fundamentals.
  • Strong interpersonal skills and the ability to communicate with many different levels of management.
  • Strong analytical and organizational skills.
  • Ability to have the initiative to identify needs and offer solutions.
  • Flexible to work different schedules as business needs required.

Education, Experience & Software:

  • High school diploma or equivalent; college degree preferred.
  • At least twelve-months of previous experience leading or supervising a team of representatives.
  • Must have the desire to help others and problem solve in a fast paced environment.
  • Good computer skills and experience with MS applications - Excel, Word, Outlook, etc.
  • Experience with CICCM7 or similar product a plus or at least some experience working with ACD applications.

Ready to apply?


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Company information

Careington International Corporation
Attention: HR Department
7400 Gaylord Parkway
Frisco, Texas 75034
Email: [email protected]


Please note:

For immediate consideration, please email your resume along with your salary requirements.

No phone calls and no agencies please. Careington is an equal opportunity employer.

DISCLOSURES:
THIS PLAN IS NOT INSURANCE and is not intended to replace health insurance.
This plan does not meet the minimum creditable coverage requirements under M.G.L. c.111M and 956 CMR 5.00. This plan is not a Qualified Health Plan under the Affordable Care Act. This is not a Medicare prescription drug plan. The range of discounts will vary depending on the type of provider and service. The plan does not pay providers directly. Plan members must pay for all services but will receive a discount from participating providers. The list of participating providers is at www.careington.com. A written list of participating providers is available upon request. You may cancel within the first 30 days after effective date or receipt of membership materials (whichever is later) and receive a full refund, less a nominal processing fee (nominal fee for MD residents is $5, AR and TN residents will be refunded processing fee). Discount Plan Organization and administrator: Careington International Corporation, 7400 Gaylord Parkway, Frisco, TX 75034; phone 800-441-0380.

This plan is not available in Vermont or Washington.

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